As with all Peeriosity PeercastsTM,<\/sup> participants answered iPolling\u00ae questions that helped frame the discussion:<\/p>\n The poll results revealed that almost 50% of respondents are either dissatisfied or neutral about their current reporting packages. More telling is the overwhelming number of Shared Service operations that are seeking better decision support or behavior influencing information within their reporting packages. It is clear that while the volume, cost, and quality may be fine for an SLA discussion, Shared Services customers desire information that will help them positively impact their business and are looking for Shared Services to be a trusted business partner. Shared Services leaders know this and are looking for ways to develop that valued business partner role.<\/p>\n The PeercastTM <\/sup>feature company is an example of a Shared Services organization<\/a> that has moved beyond transactional reporting to that of business decision support. However, they, like many organizations, have struggled and experimented with how to report the most relevant information.<\/p>\n SLAs (Service Level Agreements)<\/a> seem to take center stage at the startup of a typical Shared Services operation and this was the case with most of the organizations on the PeercastTM<\/sup>. Reports tend to track the SLA and communicate how well the Shared Services group met those goals and how they plan to do better. Reports include a level of detail and a few pages on operational improvement. Most agreed that, in the start-up phases, this is what is needed and appropriate. However, many times the reports remain stagnant, years go by, and the report becomes irrelevant. The simple, but ineffective, result is another task at month-end to check off as completed.<\/p>\n The discussion addressed moving beyond the standardized SLAs as a basis for reporting. The steps mentioned included:<\/p>\n This is an iterative process resulting from ongoing dialogue. However, through these communications, the reporting package should be customized and fluid, and be tailored to the needs of each customer, including:<\/p>\n Over time, the discussion and measures related to the standard SLAs may be deferred to quarterly or annually<\/a> and possibly only to the governance committee.<\/p>\n It was discussed that, as Shared Services leaders, our measures and reporting cannot be static. They should provide relevant information for customers to act upon as either behavior changes within their organizations that leads to better results or better business decisions. Doing this will lead to the opportunity to expand the partnership between customers and Shared Services.<\/p>\n What are you doing to provide relevant reporting information to your customers?<\/p>\n Who are your<\/em> peers and how are you collaborating with them?<\/p>\n 1 <\/sup>\u201cPeercastsTM<\/sup>\u201d are private, professionally facilitated webcasts that feature leading member company experiences on specific topics as a catalyst for broader discussion.\u00a0 Access is available exclusively to Peeriosity member company employees, with consultants or vendors prohibited from attending or accessing discussion content.\u00a0 Members can see who is registered to attend in advance, with discussion recordings, supporting polls, and presentation materials online and available whenever convenient for the member.\u00a0 Using Peeriosity\u2019s integrated email system, Peer MailTM<\/sup>, attendees can easily communicate at any time with other attending peers by selecting them from the list of registered attendees.<\/p>\n Peeriosity members are invited to log in to www.Peeriosity.com<\/a> to join the discussion and connect with Peers.\u00a0\u00a0 Membership is for practitioners only, with no consultants or vendors permitted.\u00a0 To learn more about Peeriosity Click here<\/a>.<\/p>\n<\/div>\n <\/span><\/span><\/span><\/p>","protected":false},"excerpt":{"rendered":" Assuming anyone is reading your monthly or quarterly Shared Services reports, what is the message you are sending? Is your message \u201cLook at how much stuff we do for you \u2013 and we are meeting the SLA!\u201d or is it concise information that leads to better business decisions and improved company results? A recent Peeriosity […]<\/p>\n <\/span><\/span><\/span><\/p>","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[8],"tags":[],"acf":[],"yoast_head":"\n<\/p>\n
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